Abstract
Overview
Introduction
This brief describes the technology requirements of enterprises and
outsourcers that are migrating some or all of their contact centers to
offshore and nearshore locations.
Scope
- Provides an overview of the major offshore and nearshore destinations.
- Sizes the population of offshore outsourced APs serving top 10
geographical markets.
- Provides an overview of the most common outsourcing scenarios.
- Sizes the outsourced contact center technology spending by region.
Report Highlights
The worldwide market for offshore outsourced contact center services will grow
at a five-year compound annual growth rate (CAGR) of 13.4% to over 300,000
offshore outsourced agent positions (APs) by 2010.
India, the Philippines and Canada are currently the biggest offshore
outsourced markets.
APAC will overtake North America in terms of outsourced technology spending by
2009.
Reasons to Purchase
- To understand the size and growth potential of the offshore outsourced
market.
- To understand the market opportunity for contact center technology in the
offshore and nearshore contact center markets.
- To understand the technology trends that will be seen in the outsourced
market over the coming years.
Table of Contents
- DATAMONITOR VIEW
- CATALYST
- SUMMARY
- METHODOLOGY
- ANALYSIS
- The offshore contact center market will grow driven by the persisent
need to cut costs
- The US and UK lead the way in offshore outsourcing their contact center
operations
- India, the Philippines and Canada are currently the biggest offshore
outsourced markets
- Contact center outsourcing can take a number of forms
- Full outsourcing is the most common scenario
- What are the outsourcers' needs in terms of contact center technology?
- Large outsourcers can offer their technology platforms on a hosted basis
- Some of the global outsourcers are potential customers for managed and
hosted service providers
- Captive scenario is used only in the minority of cases
- What are the technology needs?
- Mixed scenario is used by large companies looking to gain more control
over their outsourcing process
- APAC will overtake North America in terms of outsourced technology
spending by 2009
- APPENDIX
- Definitions
- Agent position (AP)
- Contact center
- Inbound contact routing hardware
- Inbound contact routing software
- Outbound contact routing hardware and software
- Self-service technology
- Workforce optimization technologies
- Outsourcing
- Further reading
- Ask the analyst
- List of Tables
- Table 1: Top 10 geographical markets served by offshore contact
centers, 2005-2010
- Table 2: Offshore APs as a proportion of total APs serving the market,
2005-2009
- Table 3: Top 10 offshore outsourced destinations in terms of APs
(000s), 2005-2010
- Table 4: Outsourced contact centers technology spending by region
($m), 2004-2009
- Table 5: Outsourced contact centers technology spending by region
($m), 2009
- List of Figures
- Figure 1: Main offshore and nearshore locations for the major
outsourcing customer markets, 2006
- Figure 2: Top 10 offshore outsourced destinations in terms of APs,
2005-2010
- Figure 3: Distributed contact center infrastructure
- Figure 4: Outsourced contact centers technology spending by region,
2004-2009
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